PUBLIC TRANSPORT OMBUDSMAN LIMITED ANNUAL REPORT

2013

About the PTO

The Public Transport Ombudsman Limited Our mission The mission of the Public Transport (PTO) is a not for profit, independent Ombudsman (PTO) is to receive, investigate and facilitate the dispute resolution body, providing a free, resolution of complaints and disputes between users of public passenger fair, informal and accessible service for transport services in Victoria and the resolution of complaints about Victorian Members of the PTO scheme, where the public transport operators have public transport operators, who are been unable to resolve the complaint members of the PTO scheme. in the first instance. Our mission is founded on We can handle most public transport related issues, including service delivery, ticketing, principles of independence, infrastructure and rolling stock, land, Authorised Officers, operator staff and contractors. natural justice, access, equity, effectiveness, accountability Before we can investigate a complaint, the consumer must have raised it with the and community awareness. operator. We will provide impartial advice, information and referral in response to enquiries and complaints that haven’t been raised with the operator.

Our aim is to investigate and resolve cases quickly and informally. When helping Our values consumers and operators to negotiate a resolution, we take into account what is fair and reasonable, good industry practice and the law. Excellence The PTO has an important role in identifying and resolving systemic issues arising Quality focused, Accountable, from enquiries and complaints. Where appropriate, we may refer systemic issues to Responsive, Accurate the relevant transport operator, industry regulator, government department or the Minister for Public Transport. We strive for excellence because we value what we do. We work with operators, regulators and consumer groups to drive customer service improvements and help prevent the cause of complaints. Public reporting on public Integrity transport complaints, issues and trends is a key part of our role and can be a catalyst for process and system improvements. Open, Confident, Strong, Committed Our policies, processes and corporate governance comply with the Benchmarks for Industry-Based Customer Dispute Resolution Schemes (DIST Benchmarks). The DIST We are transparent, honest Benchmarks are currently being reviewed by the Commonwealth Consumer Affairs and consistent. Advisory Council. Leadership PTO Members Inspired, Creative, • Public Transport Victoria (PTV) Courageous, Effective • BusVic • Metro Trains Melbourne (Metro) We lead through encouragement, • Southern Cross Station guidance and innovation. • Transdev Melbourne • V/Line Respect • VicTrack • Yarra Trams Empathic, Considerate, Honest, Fair Membership changes We treat ourselves and others • The Transport Ticketing Authority ceased to be a Member on 31 December 2012 with dignity. when in was wound up and PTV became responsible for myki. •  From 4 August 2013, Transdev Melbourne, took over the delivery of 30% of Independence Melbourne bus services and became a Member of the PTO scheme. Equitable, Reasonable, Consistent, Transparent We are impartial and objective. 2 Public Transport Ombudsman Annual Report 2013 Cases finalised 4,377 90% within 31 days Cases received

Complaints investigated and finalised 708 complaint investigations 6,485 complaint issues 1,381 Issues registered 88% resolved by agreement

4 Chair’s Report 23 Enquiries and complaints – Index out of jurisdiction 5 Ombudsman’s Report 24 Enquiries and complaints 7 The PTO Ltd Board referred to PTO Members

8 Closing the accessibility gap 25 Complaints referred for internal escalation 9 Building community awareness and contributing 27 PTO Investigations to public policy development 29 Finalised PTO Investigations 10 Consumers - the people who contact the PTO 32 Complex investigations: a key to identifying business 12 Cases received and improvement opportunities how we handled them 33 Internal Dispute Resolution 14 Case Issues (IDR) Process

15 Detailed Issues by Category 34 Our case handling performance 16 Cases by PTO Member 35 Summary Financial 18 myki Statements

20 Systemic Issue Investigations – a major part of the PTO’s work

Public Transport Ombudsman Annual Report 2013 3 Chair’s Report

The PTO’s case volumes increased from 3,555 in 2011/2012 to 4,377 in 2012/2013. This was partly due to the ongoing roll-out of myki, as well as rising The PTO’s case volumes of transport operators. case volumes Despite the increased work load, the PTO increased did not increase staff numbers, which was from 3,555 a credit to Ombudsman, Janine Young, and the dedicated and hardworking staff in 2011/2012 of the PTO. They deserve much credit for to 4,377 in their ability to maintain very high quality standards in the face of rising caseloads. 2012/2013.

This year has been The establishment of Public Transport Victoria (PTV) in April 2012 necessitated a particularly busy a thorough re-evaluation of procedures in order to set up new protocols and one for the PTO, reporting mechanisms across the entire In recognition of Janine Young’s excellent with an increasing scheme. On 2 April 2013 PTV was work as Ombudsman in the three years confirmed as a member of the PTO since her initial appointment, she has been caseload and the scheme. Its expanded responsibility reappointed for a further term of five years. includes myki, since the winding-up of need to respond the Transport Ticketing Authority on 31 The year ahead will undoubtedly be December 2012. another challenging one. The Board and to changes in the Ombudsman will continue to work with The 2012/2013 PTO budget was all PTO scheme members to adapt to our administrative formulated in the knowledge that the changing public transport environment, PTO’s cash reserves would need to be while ensuring that the PTO continues structure of public utilised, as the agreed member levies to meet its obligations to Victorian would not cover expenses. Prudent use of commuters by dealing fairly and efficiently transport in Victoria. resources by the Ombudsman meant that with all cases. This includes welcoming a the amount required from these reserves new member, Transdev Melbourne, which was smaller than budgeted. Pleasingly, from 4 August 2013 took on the operation members accepted that the 2013/2014 of around 30 per cent of Melbourne’s bus budget would need to be fully-funded to services, including smart bus routes. avoid further use of cash reserves. It has been one of the Board’s priorities in the On behalf of the Board, I am pleased to past year to improve dialogue between present this Annual Report for the year PTO and members and the improved ended 30 June 2013 and would like to budget approval process signals that this thank all those who provided support to work has paid dividends. the PTO scheme during the past year.

The only change to the composition of the Board in the past 12 months has been the resignation of Industry Director Rob Barnett. Rob made a very valuable contribution to the Board in the two and a half years he was a member. It was a pleasure to welcome Chris Lowe back to Richard Allsop the Board as Rob’s replacement. Chair Public Transport Ombudsman Limited Board members attended a number of events designed to further their effectiveness, including an Institute of Company Directors’ workshop and a forum with other industry scheme directors.

4 Public Transport Ombudsman Annual Report 2013 Ombudsman’s Report

Budget, case number During this period, we spent considerable monitoring and review time carefully reviewing resourcing, case From the beginning of 2012 case volumes and adjusting staffing levels. We volumes were trending upwards and were assisted by the Energy and Water we forecast case receipt of 6,000 in Ombudsman (Victoria) who was able to 2012/2013. We identified that without second well trained complaint handling a significant improvement in operator staff to the PTO to manage the increased internal dispute resolution processes, case load. This meant my office did it was unlikely that we would experience not have to expend valuable time and a decrease in case volume. resources on training additional staff for roles without long term funding. So we focused on working with PTO Members to draw their attention to the At the AGM, a conservative budget was This has been a systemic issues and drivers of complaints. secured but with minimal provision for Positively, they took on our advice and the vital community engagement and pivotal year in directed resources towards improving policy work my office also undertakes. their complaint handling and fixing the I emphasised to PTO Members whose the PTO’s history. root causes of their complaints. We also complaint numbers were highest, that we reviewed our web content to make it easy were reliant on their ongoing efforts to We commenced for consumers to understand the primary effectively manage their complaints for this budget to succeed. 2012/2013 facing role of Member’s complaint processes. As a result of our work, a number of the At the request of PTO Members we critical funding key causes of complaints were resolved. completed an independent funding model By October 2012 we saw case numbers review. The review was aimed at ensuring issues. My office begin to trend downwards and as a result, the PTO had the most appropriate and we received 4,377 cases in 2012/2013 equitable means of charging Members was receiving a rather than the forecast 6,000. for the cost of complaints lodged with my office. The review resulted in Members record number of At times, the relationship between the obtaining a better understanding of the PTO and the Transport Ticketing Authority PTO’s funding and budget processes. complaints, which (TTA) was challenged by systemic issues Following the review, PTO Members required additional which we considered raised potential re-endorsed the funding model that was non-compliance with the Australian already in place. resources to ensure Consumer Law and contract law. We provided TTA with clear advice about We worked through the budgeting and they could be how the cause of those complaints could resourcing issues with all PTO Members be resolved, however it took TTA some throughout the year and I am of the view handled effectively time to accept our views and begin to that our effective management of these implement changes to policies, processes challenges resulted in strengthening the and efficiently. and information provision. Our work with role and profile of my office. the TTA meant that it resolved a number of serious systemic issues during that And, we began a review of our period and fewer consumers required Constitution and Charter to ensure the PTO’s services. currency and reflection of the roles of PTV and the Department of Transport, Planning Importantly, we completed the year and Local Infrastructure. This review is within the budget that was set – currently being finalised - importantly, the a significant achievement. PTO’s jurisdiction remains unchanged.

We agreed with Members to review the budget at the November 2012 Annual General Meeting (AGM) so adjustments could be made based on actual cases received between July and September 2012.

Public Transport Ombudsman Annual Report 2013 5 Ombudsman’s Report cont.

In 2012/2013, we again managed a significant case load, handling a record 4,377 cases, up 23% from 2011/2012. We resolved 708 investigations – up from 437 in 2011/2012.

Complaint Management Effective PTO Member relationships Board and Staff The PTO’s core role is to investigate and Our relationships with all PTO Members The PTO team members have all worked resolve consumer complaints where a are generally very positive. At times it can very hard this year. Like all organisations we resolution has not been achieved through be a delicate balance, as it is my role to said farewell to some staff and welcomed the operator’s internal dispute resolution impartially and fairly oversee operator new team members. Their commitment process. In 2012/2013, we again managed complaint handling and if necessary make to the work of the PTO is second to none a significant case load, handling a record decisions that operators may not agree and I am inspired often by their tenacity 4,377 cases, up 23% from 2011/2012. We with. We achieved this through independent and approach which ensures that fair and resolved 708 investigations – up from 437 and robust discussions about a range of reasonable outcomes are achieved for in 2011/2012. Proactive changes in case issues including individual complaints, our both consumers and Members. Complaint handling policies and some creative staffing case handling policies and issues such as handling is not easy work and takes solutions ensured that a case backlog was legal professional privilege and procedural well trained and engaged staff to do it avoided and on average, investigations fairness. We continue to work hard to effectively. We would not have achieved the were finalised in 49 days. We also reduced ensure that Members fully understand our significant outcomes of 2012/2013 without open investigations from 193 on 1 July independent role, the principles of alternative the dedication of our staff. 2012 to 101 on 30 June 2013. dispute resolution and how they differ from court or tribunal processes. Underpinning the hard work of the PTO One of the drivers of these achievements team was of course, the Board. I extend is the effectiveness of our case handling We have established a very constructive my sincere thanks to Richard, each policies and processes. To ensure we obtain working relationship with PTV at both an Director and Company Secretary for their a broad, balanced and best practice view operational and executive level. Working solid contribution. when making changes to existing policies closely with PTV as it has established or developing new policies, we introduced a its role, specifically relating to its ‘one The future… Stakeholder Consultative Committee (SCC) stop shop’ complaint handling process, Having recently completed my initial in late 2012. Comprising two consumer has been of particular focus. This work three year term as the Public Transport representatives, two industry representatives is continuing and will be finalised in Ombudsman, I am delighted to have been and two PTO representatives, we now meet 2013/2014. reappointed for a further five years. We twice yearly. The SCC has already proved have seen significant improvements in its benefit, providing invaluable input into a We also engaged with many other customer service and complaint handling major review of our systemic issue policy stakeholders, including community over recent years. It is a great time to be and process. agencies, government departments involved in this industry. and the members of the Australian and New Zealand Ombudsman Association (ANZOA). These relationships contribute to the ongoing development of our knowledge of public transport complaints and expertise in dispute resolution. Janine Young I extend special thanks to Gerard Brody, CEO Consumer Action Law Centre and Ombudsman Jodie Willmer, CEO Travellers Aid, who Public Transport Ombudsman Limited represent consumer interests on our Stakeholder Consultative Committee. Special thanks also to Ombudsman, Cynthia Gebert, EWOV, for staffing assistance.

6 Public Transport Ombudsman Annual Report 2013 The PTO Ltd Board

Corporate Governance Board Representation The PTO Ltd Board From left to right: The PTO is a private, not-for-profit The equal representation of industry and company, limited by guarantee. The PTO consumers ensures the independence of Richard Allsop, Chair Constitution and Charter determine our the Board and the PTO itself. The PTO Ltd Caroline Elliott, Consumer Director structure and how we operate, including Board comprises: the composition of the PTO Board. Chris Lowe, Industry Director • three Industry Directors, appointed by Greg McGann, Industry Director Board Responsibilities passenger carrying Members of the Lawrence Seyers, Consumer Director PTO scheme to represent the views of The Board is responsible for the business Wendy Smith, Consumer Director the industry; affairs and property of the PTO - including Leah Waymark, Industry Director • three Consumer Directors, appointed corporate governance, risk management, Bernard Stute, Company Secretary the setting of budgets, strategic planning, by the Minister for Public Transport, the appointment of the Ombudsman and who represent consumers and the Janine Young, Ombudsman ensuring the Ombudsman’s independence. community; and • an independent Chairperson appointed The Ombudsman has responsibility for by the Minister for Public Transport. complaint handling and the day-to-day operations of the PTO.

Public Transport Ombudsman Annual Report 2013 7 Closing the accessibility gap

The PTO believes that there is a shared How customer service improvements In 2013 the PTO obligation to work towards creating a truly can have an impact conducted a accessible public transport system, where It is clear that compliance with legislation, customer service and practical immediate regulations and standards is vitally thorough review solutions are valued as highly as long-term important. However, if it is the only means plans for changes to infrastructure and used for measuring the accessibility of the broad range compliance with relevant standards. of services, the enormous potential for improvements through innovations in of issues affecting We know that the accessibility of public customer service and communication transport is a key issue for people with can be missed. the accessibility disabilities, the elderly, young people, and parents with young children, people living The PTO’s accessibility review found that of public transport in regional or rural areas and for people poor customer service and inadequate from non-English backgrounds. or ineffective information provision are services in Victoria. often as great a barrier to accessibility as Over the past twelve months, the PTO outdated infrastructure. Inconsistencies in has seen a positive change in attitude and operator training, policies and approaches, an increased focus on accessibility by add to what can already be a complex operators. Improvements have included: and confusing system.

• a greater number of low floored buses Our report made 14 key recommendations and trams; about how public transport could be made • construction of accessible railway more accessible through industry-wide stations and tram and bus stops; improvements to customer service and • the use of new technology to provide information provision. service information; You can obtain a copy of the report • the retrofitting of footplates to Combino on our website at: trams to reduce the gap; www.ptovic.com.au or by contacting us. • website references to information about myki in languages other than English; and We will continue to work with all PTO • information for passengers about the Members in 2013/2014 to monitor the prohibition of boarding bicycles at implementation of our recommendations the first door of the first carriage of and overall accessibility improvements. metropolitan trains is under development.

8 Public Transport Ombudsman Annual Report 2013 Building community awareness and contributing to public policy development

We are particularly concerned with We contributed to the development of The PTO can only providing appropriate facilities and public policy, making five submissions. assistance for disadvantaged consumers. They were: achieve its mission These are the people who are most likely to experience difficulties accessing public • Response to the Taxi Inquiry Draft by ensuring that transport and least likely to be aware of Outcome – Customers First: Service, all public transport their right to complain, first to the operator Safety and Choice; and then to the PTO if their complaint • Draft Victorian State Disability Plan 2013; can’t be resolved. users are aware • Commonwealth Disability Standards for Accessible Public Transport Review; of our office, our Over the past three years we have developed a regular program of • Draft Passenger Rail Infrastructure procedures and community outreach activities, working Noise Policy; and with community groups, government • Commonwealth Consumer Affairs scope. We go to agencies, PTO Members and universities. Advisory Council of the Benchmarks for Industry-Based Customer Dispute great lengths to In 2012/2013 we completed 24 Resolution Schemes. engagement activities with a wide range ensure that we of organisations, mainly from across metropolitan Melbourne. We shared are available and information about operator complaint handling processes, general public accessible to all transport information, ticketing, accessibility and the PTO’s complaint handling Victorians. processes. Events included disability support group meetings, forums and AGMs of Vision Australia, Disability Justice Advocacy, Disability Services Commission, Council of the Aged and many more. In 2013/2014 we have an increased budget to allow us to undertake metropolitan, regional and rural outreach activities.

Public Transport Ombudsman Annual Report 2013 9 Consumers – the people who contact the PTO

Understanding who How people contacted us PTO website visitors While the most common method of Our web traffic increased by 18% this contacts us, where lodging an enquiry or complaint with year, with 3,391 more people visiting our the PTO is electronic, we ensure that site and 27% more page loads than the they come from traditional contact methods are available, previous year. We launched our mobile as not all Victorians have access to email site in June 2013 and our ongoing website and how they heard or online information. development includes making information about us allows us to even more accessible for our visitors. tailor our services How consumers contacted us (total 4,377) and plan our 2010/2011 38% 56% community outreach 6% 2011/2012 50% to ensure that when 46% people need our 4% 2012/2013 47% 49% help, they know how 4% to find us. Telephone Email & e-complaint form Letter/ Fax & in person

Where people came from Melbourne metropolitan area 94% PTO Website Traffic Regional/rural Victoria 6% 2010/2011 4,393 Note: 95% of travel occurs in the 10,136 metropolitan area 14,529 33,139 By Gender 2011/2012 6,086 12,625 18,711 44,602

2012/2013 8,223 54% 46% 13,879 male female 22,102 consumers consumers 56,835

Returning Visitors First Time Visitors Total Visitors Total Page Uploads

10 Public Transport Ombudsman Annual Report 2013 Where people heard about us Where consumers heard about us - collected from 4,377 consumers Over the past three years, we have Internet, Telephone 1,375 improved data collection in this area, Directory 78 with 89% of people who contact the 8 PTO telling us how they heard about us, up from 66% in 2011/2012. People PTO Website 763 779 who contact us via our online complaint 174 form are now automatically asked for this information, leading to a large increase Own Knowledge, 722 in those advising they found out about Prior PTO Case 681 258 us through the internet. The number of referrals from transport operators Public Transport 670 has increased and levelled out over Operator Referrals 603 the past two years as operators more 163 consistently used the same approach to Word of Mouth 156 provide information about the PTO in their 61 responses to complaints as well as on 43 their websites. Government Agency or 107 Other Ombudsman 73 42 Community Visit / 71 Thanks again Outreach 33 for your time. Media 48 I consider myself Other 39 lucky to have 142 access to such a service. 2012 / 2013 2011 / 2012 2010 / 2011 Peter* (P2013/0836)

Unknown or not disclosed totals were: 1,008 in 2010/2011, 1,208 in 2011/2012 and 465 in 2012/2013

*Names have been changed throughout this report to protect the privacy of consumers

Public Transport Ombudsman Annual Report 2013 11 Cases received and how we handled them

Enquiries and Complaints lodged

Overall cases received Cases received by case type 2012/2013 The PTO received 4,377 cases this year, 23% more than last year’s 3,555. Non Member Enquiries 69 (including DoT, PTV and other bodies) Types of cases received Non Member Complaints 829 All enquiries and complaints are recorded (including DoT, PTV and other bodies) and categorised into six case types. This Member Enquiries 267 enables us to provide detailed data to operators, stakeholders and consumers, Member Complaints 1,741 through public reports, about how we Refer for Internal Escalation (RFIE) 848 have handled and responded to the enquiries and complaints raised with us. PTO Investigation 623 Increase in cases from 2011/2012 23%

12 Public Transport Ombudsman Annual Report 2013 23% Increase in cases from 2011/2012

No prior One prior One or more prior consumer contact consumer contact consumer contacts with the operator with the operator with the operator

Non-Investigations and Cases received trend Investigations

For public reporting purposes, we further 2010/2011 1,585 sub-categorise our cases as Investigations 253 and Non-Investigations (which are made 1,838 up of Non-Member Cases, Member 2011/2012 2,987 Enquiries and Complaints and RFIE 568 cases). Investigations are more resource 3,555 intensive than other case types. 2012/2013 3,754 623 PTO investigations have continued 4,377 to increase year on year. In 2012/13 we investigated 10% more complaints Non-Investigated Investigations Total Cases than in 2011/12. Cases Received Received Received

Public Transport Ombudsman Annual Report 2013 13 Case Issues

Many people contacting the PTO raise complaints that involve more than one issue. We record all of the issues raised to ensure we provide an accurate picture of the cause of complaints.

Issue categories Issues by major category Total Case Issues Received Complaint issues fall into eight major categories: myki 2,710 2012/2013 6,485 2,319 2011/2012 5,014 Authorised Officer: behaviour and 1,051 2010/2011 2,568 conduct, communication, the exercise of discretion and safety and security Service 932 Delivery 576 Infrastructure and rolling stock: 359 vehicles, stations, tracks, toilets, Issues raised announcements, overcrowding and Staff 836 633 by case type 2012/2013 maintenance works and noise 345 Non Member Enquiries 72 Infringement notices: these are out of Infringement 677 (including Dot, PTV and the PTO’s jurisdiction and are referred to Notices 375 other bodies) the appropriate body for review 119 Non Member Complaints 932 Land: car parks, rail and tram corridors, Infrastructure 644 (including Dot, PTV and fencing and maintenance work and 459 other bodies) Rolling Stock 324 General Enquiry: requests for general Member Enquiries 284 public transport information and other Authorised 220 Officer 138 Member Complaints 2,545 services 101 Refer for Internal 1,396 Service delivery: punctuality, General 215 Escalation cancellations, disruptions, timetabling Enquiry 250 (including changes to timetables) failure to 111 PTO Investigation 1,256 pick up/set down commuters and website Total 6,485 information Ticketing - 168 Metcard 207 Staff: customer service, information and V/Line 132 provision, behaviour/demeanour, Land 83 safety/security and complaint handling 57 26 Ticketing – Metcard and V/Line: faulty tickets and machines, refunds, replacements, compensation, information 2012/2013 2011/2012 2010/2011 and conditions Ticketing - myki: faulty cards and machines, refunds, replacements, 6,485 compensation, information and conditions issues - up 29%

14 Public Transport Ombudsman Annual Report 2013 Detailed Issues by Category

myki - 2,710 issues Infrastructure and Rolling Stock - 644 issues

Staff 564 Trains, Trams, Buses 272 Refund, Reimbursement 467 Platform, Shelter, Tram Stop, 220 Account Charges and Information 406 Bus Stop Equipment Trains, Trams, Buses 256 Tracks 84 myki Card 209 Stair, Ramp, Escalator, Elevator 18 Replacement Card 175 Buildings, Toilets 18 Blocked 164 Boom Gates, Crossing 15 Terms and Conditions 135 Injury, Loss 15 myki Product 118 Poles, Overhead Lines 2 Full Roll Out 93 Website Information 70 Dormant Card 38 Privacy 15

Service Delivery - 932 issues Authorised Officer - 220 issues

Punctuality 162 Behaviour, Approach 152 Insufficient Service 145 Identification 13 Cancellation 109 Discretion, Inconsistent 11 Disruption 99 Misleading 11 Timetables 92 Unreasonable Force 11 Website 67 Product Knowledge 7 Timetable Changes 63 Not Checking Tickets, Inconsistent 4 Fail to Pick Up, Set Down 50 Exceeding Authority 3 Replacement Service 30 Powers, Role 3 Property 29 Arrest 2 Skipping Stations 27 Safety, Security 2 Reliability 24 Discrimination 1 Platform Change 15 Advertising Material 10 Not Connecting 5 Disability Fail to Pick Up, Set Down 3 Staffing Level 2

Staff - 836 issues Ticketing (non-myki) - 168 issues

Customer Service 378 Ticket Replacement, Refund 67 Driver 292 Information, Conditions 54 Station Attendant 145 Ticket Availability, Damaged 20 Conductors 21 Travel Passes 16 Validators 7 Ticket Vending Machines 4

Infringement Notice - 677 issues Land - 83 issues

Ticket 266 Car Park 48 Fine 240 Rail, Tram Corridor 18 Appeals Process 135 Maintenance Work 14 Validators 29 Fencing 3 Ticket Vending Machines 7

The PTO also registered 215 non-member general issues including taxi, road and airline complaints.

Public Transport Ombudsman Annual Report 2013 15 Cases by PTO Member

Bus Association Victoria Inc is the industry representative body for Victoria’s accredited bus operators including the 470 bus operators across Victoria that fall within the PTO’s jurisdiction.

Cases Received 2012 / 2013 219 2011 / 2012 152 2010 / 2011 114 Enquiry / Complaint Issues 356

Member - Complaint 137 Staff 186 PTO Investigation 43 Service Delivery 98 RFIE 33 Infrastructure and Rolling Stock 71 Member - Enquiry 6 Ticketing 1

Metro Trains transports around 415,000 customers each day, has a workforce of 4,200, and operates 203 six-carriage trains across Melbourne’s metropolitan train network of 15 lines and 215 stations.

Cases Received 2012 / 2013 862 2011 / 2012 634 2010 / 2011 392 Enquiry / Complaint Issues 1,361

Member - Complaint 565 Service Delivery 513 RFIE 168 Infrastructure and Rolling Stock 326 Investigation 81 Staff 276 Member - Enquiry 48 Authorised Officer 142 Land 59 Ticketing, Infringement Notice 34 myki 11

Public Transport Victoria (PTV) is the statutory authority that administers Victoria’s train, tram and bus services. From 1 January 2013, PTV took over responsibility for the ongoing implementation and administration of myki from TTA. It is also responsible for ticketing and fares policy. PTV provides a single contact point for customers wanting information about public transport services, fares and ticketing. PTV cases include TTA cases to 31 December 2012 and are split into two tables - non-myki cases and myki cases. Case issues are presented in one table.

PTV Cases Received - Non-Ticketing Enquiry / Complaint Issues 3,008 Cases received 2012 / 2013 182 2011 / 2012 80 2010 / 2011 43

Member - Complaint 88 myki 2,685 Member - Enquiry 60 Service Delivery 108 RFIE 26 Staff 97 Investigation 8 Ticketing 78 Infrastructure and Rolling Stock 36 Land 2 Authorised Officer 1 Infringement Notice 1

PTV Cases Received - Ticketing Cases received 2012 / 2013 1,720 2011 / 2012 1,640 2010 / 2011 785

Member - Complaint 700 RFIE 500 Investigation 416 Member - Enquiry 104

1,720 PTV Ticketing cases includes 1,679 myki cases and 41 other ticketing-related cases.

16 Public Transport Ombudsman Annual Report 2013 Southern Cross Station is the major railway station and transport hub of Melbourne and is managed by Southern Cross Station Pty Ltd. Around 40 million people use the facility annually.

Cases Received 2012 / 2013 9 2011 / 2012 2 2010 / 2011 6 Enquiry / Complaint Issues 13

Member - Complaint 5 Infrastructure and Rolling Stock 10 Investigation 2 Staff 2 RFIE 2 Service Delivery 1

V/Line is Australia’s largest regional public transport operator, running more than 1,400 train services and 600 coach services throughout regional Victoria (and into Melbourne) each week.

Cases Received 2012 / 2013 241 2011 / 2012 159 2010 / 2011 90 Enquiry / Complaint Issues 405

Member - Complaint 118 Staff 145 RFIE 71 Service Delivery 128 Investigation 41 Infrastructure and Rolling Stock 74 Member - Enquiry 11 Ticketing 36 Authorised Officer 12 Land 9 myki 1

VicTrack is a state authority and provides essential telecommunications and other services to support a safe and efficient public transport system. It is the legal owner of Victoria’s railway land and infrastructure but leases those assets to Victoria’s rail and tram operators.

Cases Received 2012 / 2013 3 2011 / 2012 2 2010 / 2011 0 Enquiry / Complaint Issues 3

Member - Enquiry 1 General Enquiry 1 Member - Complaint 1 Infrastructure and Rolling Stock 1 RFIE 1 Land 1

Yarra Trams’ operator, Keolis Downer EDI Rail (KDR), manages Melbourne’s tram network, the biggest operating tram network in the world. It has 250 kilometres of double track, 1,763 trams stops and 29 tram routes with 31,500 weekly services and around 182 million boardings per year.

Cases Received 2012 / 2013 243 2011 / 2012 190 2010 / 2011 140 Enquiry / Complaint Issues 335

Member - Complaint 127 Staff 107 RFIE 47 Infrastructure and Rolling Stock 99 Member - Enquiry 37 Authorised Officer 61 Investigation 32 Service Delivery 58 Land 8 General Enquiry 1 Ticketing 1

Cases, especially complaints, often raise more than one issue. The PTO also received 898 Non Member cases: 69 enquiries and 829 complaints.

Public Transport Ombudsman Annual Report 2013 17 myki

The implementation myki Cases Received 1,705, myki Case Issues 2,710 of myki across Staff Contact Centre - Customer Service, Information Provision 418 Account - Charges, Delayed Transactions 214 Melbourne was Refund / Reimbursement - Declined 213 Refund / Reimbursement - Delay, Lost 180 finalised on Equipment - Vending Machine, Other Equipment 144 myki Card, Faulty 139 29 December 2012 Equipment - Card Readers 112 when Metcard was Account - Top Up, Auto Top Up 111 Card Blocked - Unblocking Process 88 switched off. myki Product - myki Pass 87 Replacement - Delayed, Not Received 83 On 1 January 2013 PTV took over Resolution Team - Customer Service, Information Provision 75 responsibility for myki, the myki Contact Card Blocked - Auto Top Up Failure 62 Centre and myki implementation across regional Victoria from the TTA. Refund, Reimbursement - Calculation, Interim Travel 53 myki Retailer, Agent - Customer Service, Information Provision 47 The full implementation of myki resulted in Replacement - Interim Travel 47 a significant increase in PTO cases from Replacement - Lost, Incorrect Card, Concession, Commuter Club 45 775 in 2010/2011 to 1,705 in 2012/2013, Full Roll Out - Information Provision, Knowledge 44 including investigations. 74% of myki Terms and Conditions - Travel Entitlements 43 investigations in 2012/13 involved people Website - Information Provision 42 who had been using myki for six months or more, meaning that they were not new Terms & Conditions - Fares, Default Fares 40 user issues. myki Card - Availability, Retail Outlet 38 Account - Access, Set Up 37 Most of the issues people raised were Terms and Conditions - Cost of myki card 36 associated with account charges, refunds myki Product - myki Money 31 and reimbursements and many had Website - Access, Error 28 associated customer service issues. Many Account - Balance Transfer 27 of these issues were systemic (see page 20 for full details of myki systemic issues Full Roll Out - Metcard Withdrawal 25 resolved in 2012/2013) and involved Dormant - Reactivation 25 consumer and contract law issues. Discovery Centre - Customer Service, Information Provision 24 Full Roll Out - General Opposition 24 Systemic myki issues Terms and Conditions - Concessions 21 The PTO discussed the systemic and legal Refund/Reimbursement Change of Concession , Zone, Commuter Club 21 issues arising from individual complaints Account - Travel History Report, Other 17 with TTA throughout 2012, but the Privacy - Policy, Compliance 15 underlying causes were not addressed. myki Card - Expiry 15 As a result, the Ombudsman was considering making Binding Decisions Card Blocked - Incorrect Card, Lost, Stolen 14 in a small number of individual complaints. Dormant - Information Provision 13 We sought independent legal advice on a Terms and Condition - Expiry, Commuter Club, Top Up 12 number of issues including: Total myki issues 2,710

1. Point of sale information available Refer to page 16 for full details of PTV cases. to help consumers make informed decisions about their myki purchase. Note: 1,705 myki cases received, 2. The myki refund/reimbursement 1,679 PTV Ticketing cases, process and the information available to 16 PTO Member cases and consumers to make informed decisions 10 Non-Member cases. about seeking refunds. 3. Auto top up verifications, myki card blocking and access to cleared consumer funds when direct debit 1,705 payments fail. cases received, 4. The rounding up of fares to the nearest 10 cents when paid by eftpos/credit up 7% on 2011/12 card via card vending machines. 5. Metcard refund cessation.

18 Public Transport Ombudsman Annual Report 2013 18 systemic myki issues were identified and resolved in 2012/13.

Our concerns about non-compliance with the Australian Consumer Law and contract myki card vending machine – law were supported by the legal advice misleading pass information John’s experience we received. For example, the method of John was an irregular train user, heading to the football. When he arrived at the station he calculating refunds potentially breached discovered he could no longer purchase a 2-hour Metcard. Unfamiliar with the myki Card the contractual terms which exist between Vending Machine (CVM) and feeling pressured from the queue behind him, he paid $6.00 for consumers and the TTA as outlined in his myki card and a further $32.00 for a 7-day pass. the terms and conditions of travel in the When John activated the pass a short time later, the myki reader did not provide expiry Victorian Fares and Ticketing Manual date information. When he touched off, using a hybrid Metcard/myki reader, no expiry date (VFTM) at that time, as the VFTM did information was provided either. He used the pass for one further trip six days later. not contain details for how refunds were The following week the card did not work, so he contacted myki (TTA). He was advised calculated. Further, the lack of information the pass had expired as it was only valid for seven consecutive days of travel and not available to consumers about the method seven separate days. John explained that he was a first time user who had made a genuine used to calculate refund amounts raised mistake and wasn’t given any notification of the expiry times when he touched on and off. He compliance issues with section 18(1) of requested a refund for the five unused days. TTA advised that as the pass had expired he was the Australian Consumer Law. not entitled to a refund. When John contacted the PTO we advised him of the refund rules used by TTA which state We formally raised these concerns with that consumers can only seek a refund of a myki pass for unused days before a pass expires. TTA in June 2012. Positively, by September Considering his lack of knowledge and the fact that the two initial myki readers did not provide 2012 TTA took action to address some expiry information, we undertook an investigation. of the issues, particularly those relating to Our investigation highlighted confusing and misleading information at the point of sale. The refunds and reimbursement. This resulted CVM did not state passes would expire after seven consecutive days. We considered that for in a reduction in the proportion of myki new users it was understandable that they may think the pass provided seven separate days of investigations that related to refunds and travel – as the 5 x Daily Metcards or 10 x 2 hour Metcards did. This was compounded by the reimbursements. Down from 42% of all myki readers not providing an expiry date when a pass is first activated. We believed that the myki investigations throughout the first Australian Consumer Law should have been considered by TTA and we sought independent legal advice, specifically regarding whether the terms and conditions relating to consecutive three quarters of 2012, to 26% of myki travel days were described clearly enough at the point of sale. Legal advice supported our investigation in the last quarter of 2012. view that given John’s circumstances, a refund should be offered. Changes were also made to the VFTM in TTA acknowledged that the CVM did not explicitly state that travel was for consecutive days December 2012 to ensure that terms and and provided an apology and the $19.68 reimbursement, an offer that John accepted. conditions of travel contained information We provided this legal advice to TTA and PTV. TTA acknowledged the issue and undertook to about refund calculations. include the terminology ‘consecutive days’ at CVMs and to refund eligible customers until the CVM information had been updated, enabling a number of similar complaints to be resolved. PTV continued to address the systemic P2012/1170 issues raised by the PTO and by June 2013 all of the auto top up/card unblocking issues were addressed, some of which had first been raised with TTA in February 2011.

The regional roll out of myki will benefit from PTV’s improved information provision and from the lessons learned during the metropolitan roll out.

Public Transport Ombudsman Annual Report 2013 19 Systemic Issue Investigations - a major part of the PTO’s work

When people lodge complaints with the PTO, they are helping to identify underlying problems in the public transport system.

The PTO plays an important role in the identification, investigation, referral and reporting of systemic issues in the Victorian public transport industry.

Under our Charter we are required to The benefits of resolving highlight any systemic industry problems Systemic Issue Process and to have appropriate procedures in systemic issues place for the referral and reporting of The investigation, resolution and reporting systemic issues. of systemic issues creates many important benefits for consumers, operators and the 1 Where a systemic issue is identified, PTO, including: but falls outside our jurisdiction the   Identification of a potential Ombudsman may formally refer that issue • limiting the potential impact of the issue systemic issue to the appropriate body. on the travelling public; • assisting operators to improve their What is a systemic issue? practices and processes, reducing Systemic issues are identified through further complaints; consideration of a single or series of • alerting relevant regulators and the 2 individual complaints, where the effect Government to issues impacting of the issue may extend beyond the consumers; Referral to the operator parties involved. • assisting the effective and efficient for response resolution of individual complaints Systemic issues may be a result of: lodged with the PTO by establishing the appropriate steps to address issues; and •  a process/system change; • creating an industry culture of complaint 3 •  a lack of, or inadequate policies analysis to identify and fix the cause of complaints early. or procedures;   Systemic investigation • a new product or service; by the PTO • non-compliance with industry codes, Our Systemic Issue Process regulations or legislation; and In 2012/2013 we undertook a major • the conduct of an operator’s employee, review of our systemic issues policies agent or contractor. and processes to ensure issues are 4 investigated and resolved or referred as quickly as possible. We will be increasing our regular reporting on systemic issues   Resolution through in 2013/14. Our five step process is agreement with operator outlined on the right:

5

  Reporting - Internal, Stakeholders and Annual Report

20 Public Transport Ombudsman Annual Report 2013 Systemic issues finalised in 2012/2013

In total, 21 systemic issues were investigated and resolved by the PTO. Most related to myki processes identified during the metropolitan roll out, which were the root cause of a significant number PTV ticketing (myki/Metcard) • Retail outlets not able to add myki of complaints to TTA • myki yearly pass value converted to passes to myki cards with 2013 myki money and used for individual expiry date. and the PTO. trips resulting in loss of travel value to • Delay in forms submitted by consumers cardholder. for myki replacement, refund or • myki Travel History Report – format and reimbursements being sent to myki The myki refund and reimbursement data confusing to consumers. processing centre. process is a key example. Systemic issues • myki overcharging for same day travel • Rounding down of Metcard refund relating to the myki auto top up process for some consumers due to daily fare amounts at Ticket Office Terminals. were also identified by the PTO and were capping errors. • Retail outlets selling out of date acknowledged and addressed by PTV in myki cards. June 2013. • Delays in processing replacement myki cards. • Backlog in issuing myki cards. A major systemic issue involving a V/Line • myki Contact Centre refund calculation ticket overcharge affecting a number of advice errors. Metro ticket purchases, dating back to 2004 • myki Auto Top Up requests • Laverton Station inaccessible when and continuing until December 2011, processing delay. was identified by the PTO through the elevators are out of service. • Delays in processing requests to investigation of a single complaint. The • Siding Train Idling and Cleaning Noise. investigation of this issue took over eight change of account holder details in months, and V/Line worked collaboratively registered myki accounts. with the PTO throughout each stage. See • Delays in processing and issuing myki V/Line page 22 for a detailed case study. refund and reimbursements. • V/Line date-to-date ticket overcharge – • Delays in processing of refunds. see case study. • Consumers inadvertently purchasing additional myki cards rather than having top ups applied to current cards due to design of information on CVM screen. • 24 hour delay in activation of online myki pass purchases resulted in myki money and myki pass charges for same day travel. • myki billing error due to failure of credit card transactions. • Some Metcard/myki readers not working at Flinders Street Station Southbank exits, resulting in early morning commuters not being able to touch off and being charged for travel when entitled to free Early Bird travel.

Public Transport Ombudsman Annual Report 2013 21 Systemic issue investigation - a case in point

Ticket overcharge

as fares increase

Date to date (DTD) tickets are a periodical Given the new fare became effective for V/Line sought advice from us about alternative ticket for V/Line travel between two tickets purchased from 1 January 2012, we ways of redressing the issue. We suggested designated locations (e.g. Melbourne considered that the current fare should have that it explore opportunities for these funds to Geelong) with unlimited travel from been applied to the entire ticket and not to be used to provide services/assistance 10 to 52 weeks. just the period prior to the date of the fare to regional commuters who experienced increases coming into effect. In our opinion, challenges with public transport accessibility. Consumers are forewarned of fare increase the fare calculation had resulted in consumers We also emphasised that consumers who amounts and dates with an announcement by being overcharged. approached V/line at any time in the future the Minister for Public Transport and placement about being overcharged as a result of this As a result of our systemic investigation, V/Line in the Government Gazette. Consumers may issue should be reimbursed, where proof of agreed that in the future it would not load new then save money by purchasing a periodical purchase information is provided. fares into the system until the date they came ticket at the current price for the period after into effect. V/Line informed PTV about the overcharge the fare increase takes effect. and also sought its views about redress. V/Line undertook a detailed analysis of all V/Line advised that when a fare increase was DTD ticket sales from 2004 to 2011 and As a means of addressing the systemic announced, the new fares were loaded into V/ identified that 1,551 tickets were affected with overcharge, V/Line: Net (V/Line’s ticketing system) so that the new a total overcharge value of $27,092.00 – the fare would be charged from the effective date 1. Made a donation equivalent to the full average overcharge being $17.45 per ticket. regardless of the date of purchase, rather than amount of the identified overcharged being loaded from the date the fare increase V/Line considered that best practice redress to Travellers Aid, an organisation which came into effect. All DTD tickets sold after the for a systemic ticket overcharge would be to provides services to regional commuters, announcement were subject to a pro rata fare reimburse each affected consumer. However specifically those with accessibility increase or decrease from the effective date. consumer details were not routinely collected challenges. or recorded when tickets were sold and V/Line For example, on 6 December 2011, the 2. Changed its process for loading fare estimated the cost of identifying, contacting Minister for Public Transport announced that increases into V/Net to prevent future and refunding all impacted consumers would from 1 January 2012 an 8% fare increase overcharges. be $75,000. would come into effect. V/Line loaded the new 3. Undertook to reimburse any consumer who fares into V/Net on 6 December 2011, with V/line also considered an advertising raises a complaint about past overcharges as the result that the new fare would be applied campaign in major regional newspapers a result of this issue when proof of purchase on the portion of the ticket being used from and/or at V/Line stations to alert affected is provided. 1 January 2012. This meant that consumers consumers to refund entitlements. purchasing a DTD ticket between 6 December 4. Notified the Secretary to the Department of V/Line’s view was that redressing the issue and 31 December, for travel in December Transport and PTV about the systemic issue in either of the above ways would place a 2011 and into the New Year, would be charged and how it was addressed. higher cost on Victorians than the actual the current fare for the period 6 December overcharge and was therefore not practical 5. Arranged for PTV to brief the Minister for to 31 December 2011 and would then be or reasonable. At the same time, V/Line Public Transport about the issue and how charged the increased fare for the remainder recognised it was not appropriate that they if had been addressed. of the DTD ticket. retain the overcharged amount.

22 Public Transport Ombudsman Annual Report 2013 Enquiries and complaints – out of jurisdiction

Non-Member Complaints - Referred to DoT, PTV and Other Bodies (most common issues)

Infringement Notice 257 Ticket Infringement Notice Fine 215 Infringement Notice 129 Appeals Process Non Public Transport 176 Information Infringement Notice 28 Validators Staff Customer Service 19 Trains, Trams, Buses 14

Sometimes people Non-Member Enquiries Upset by Protective Services (most common issues) Officers – Don’s complaint contact us about General Enquiry 32 Don was at a Frankston Line train station, Infringement Notice Fine 24 when two Protective Services Officers issues that are (PSO) approached him. Don contacted the outside of our Infringement Notice Ticket 9 PTO complaining that he felt harassed and Infringement Notice Appeals 6 threatened by their approach. jurisdiction, such Process We outlined the PSO role and explained that we did not have jurisdiction to as infringement investigate their actions as they are How can I travel from the airport? employees of Victoria Police - Victoria Police is not a member of the PTO notices. Ronald’s enquiry scheme. We gave Don the contact details Despite this, we are often able to provide Ronald was travelling to Australia and for the Victoria Police Conduct Unit so that general advice about the enquiry or emailed the PTO enquiring about the he could pursue his complaint. availability of free, or cheap, public complaint and we always aim to refer Prior to the introduction of PSO’s we transport from Avalon or Tullamarine people to the most appropriate body realised that we were likely to receive Airport into Melbourne. that can handle their issue. Taking this cases about PSO activities, even though approach has two benefits; it assists We provided Ronald with contact details these enquiries and complaints are people to resolve their own enquiries for SkyBus, bus operators with route outside PTO jurisdiction. We researched and complaints and importantly, aids their services from the airports and taxi the new PSO role, reviewing the Justice understanding of the difference between companies. We also provided additional Legislation Amendment (PSO) Act and the role of the PTO and the body we refer website details for both Avalon and developed a detailed practice note and them to. Melbourne airports so that he could staff training covering the PSO role, access airport specific information. powers, training and most importantly, information about where consumers can We liaise with many of the referral P2013/1901 organisations about these issues and make complaints about PSOs. in some cases have established referral P2012/3021 protocols. Referral bodies include the Department of Transport, Planning and Local Infrastructure (DoT), PTV in its role as system administrator, the Taxi Services Commission and the Victorian Ombudsman.

In 2012/2013 we referred 55 enquiries, finalised 14 enquiries with PTO advice and referred 829 complaints to non-Member organisations. These cases involved 1,004 issues.

Public Transport Ombudsman Annual Report 2013 23 Enquiries and complaints referred to PTO Members

If a consumer contacts us and hasn’t contacted the operator first, we will, in most cases, refer them back to the operator.

This ensures the operator has a reasonable opportunity to resolve the enquiry or complaint directly with the consumer.

Member Enquiries – most common issues* This year the PTO referred 267 enquiries Member Enquiries Member Complaints to operators, involving 284 issues. (most common issues) (most common issues) Service Delivery, Timetables 45 Staff Driver 183 Member Enquiries cases myki Terms and Conditions 27 Trains, Trams, Buses 168 Member Enquiries issues myki Account 20 myki Account 154 myki Full Roll Out 18 myki Equipment, Trains, 146 381 367

346 Service Delivery, Property 17 Trams, Buses 308* 284

267 myki Card 16 Platform, Shelters, Tram, 135 Bus Stops Customer Service 16 myki Staff Customer Service 133 Ticketing Information/ 15 Conditions Service Delivery, Punctuality 124 Trains, Trams and Buses 11 Service Delivery, 114 Insufficent Service Driver 11 2010/11 2011/12 2012/13 Staff Customer Service 109 myki Refund, Reimbursement 100 Member Complaints Pam’s concern for myki Card 98 – most common issues night-time safety Station Attendant 89 The PTO referred 1,741 complaints to Pam contacted the PTO, her local council Customer Service operators in 2011/2012, involving 2,545 and local Member of Parliament enquiring Service Delivery, 78 different issues. The number of complaints about the limited parking facilities at her Cancellation rose 45% from the 1,203 complaints local Park and Ride car park, which was myki Terms and Conditions 70 referred last year. full from around 8.15am each morning. She was concerned by reports of recent myki Replacement 66 assaults on single women walking to and myki Blocked 63 Member Complaint cases from bus stops in that area. Pam sometimes Service Delivery, Disruption 60 travelled alone and was concerned about Member Complaint issues myki Full Roll Out 58 her safety. She was seeking removal of parking restrictions in surrounding streets Authorised Officer 53 2,545 or expansion of car parking facilities, both Behaviour, Approach of which were not the responsibility of Tracks 53 1,741 1,702 the PTO Member. We confirmed that the Service Delivery 50 local council was the right body to raise 1,181 1,203 Website Information her concerns with, we also referred her to 816 the local bus company, Ventura Bus Lines Service Delivery 43 for advice about alternative bus routes or Timetable Changes parking options. myki Product 39

2010/11 2011/12 2012/13 P2012/3418 Service Delivery 32 Fail to Pick Up, Set Down

*These were previously recorded as Information Requests

24 Public Transport Ombudsman Annual Report 2013 Complaints referred for internal escalation

Complaints are referred to the operator’s Customer Service Team for response and resolution, where the consumer has raised the complaint with the operator once and it is not resolved.

We offer this process where the consumer is willing to keep dealing directly with Refer for Internal Escalation Too much dust for Alice the operator, rather than have the PTO (most common complaint issues) investigate. We may also refer complaints Alice’s house could only be accessed via a using this process where the consumer myki Staff Customer 179 paved laneway, intended for local traffic only. Service has not contacted the operator, but Next to Alice’s house was a vacant paddock the complaint involves complex issues, myki Refund, 174 owned by VicTrack and leased to a rail Authorised Officers or where special Reimbursement operator. The rail operator allowed circumstances exist. commuters accessing its rail services to myki Account 126 park in the paddock and permitted buses The operator must contact the consumer Staff Customer Service 109 to use the paddock to turn around in. The within 24 hours to acknowledge receipt result of these activities was dust blowing Authorised Officer 77 on to Alice’s property to such an extent of the referral. They must openly and fairly Behaviour / Approach investigate the complaint and provide she was unable to open windows or hang the consumer with a full and thorough myki Card 63 clothes out to dry. Alice also relied on response within seven business days. water tanks and claimed the dust made the myki Equipment Trains, 56 water undrinkable. Trams, Buses In 2012/2013 the PTO referred 848 Prior to contacting the PTO, Alice had complaints back to the operator for myki Blocked 55 unsuccessfully attempted to resolve the internal escalation (RFIE), up from the myki Replacement 50 issue with the rail operator. We referred the 695 referrals in 2011/2012. The majority matter to a senior staff member at VicTrack, Platforms, Shelters, 39 of referrals related to myki issues which which is responsible for management of Tram Stops, Bus Stops consumers had not been able to resolve the land in question. directly with myki in the first instance. Trains, Trams, Buses 39 VicTrack contacted Alice and then met myki Product 39 with her at her property to discuss the dust issue and a number of potential solutions, Staff Station Attendant 38 RFIE cases including planting trees along the VicTrack RFIE issues Staff Driver 36 land boundary, sealing the access road and sampling the water in her tank. Ticketing Replacement, 25

1,396 Refund VicTrack continues to work with Alice to

1,152 ensure her concerns were addressed. myki Terms and Conditions 24 P2013/1138 848 Service Delivery, Disruption 23 695 Service Delivery, 23

303 Insufficient Service 189 myki Website 22 Service Delivery, 20 2010/11 2011/12 2012/13 Cancellation

Public Transport Ombudsman Annual Report 2013 25 Complaints referred for internal escalation cont.

In most cases, a No way home – detailed explanation Steven’s experience Steven had travelled from Traralgon to Melbourne for a concert and was due to return and/or an apology on a special V/Line train service that had been advertised to run following the concert. Steven and his friends arrived at Southern Cross Station approximately 15 minutes before will satisfactorily the advertised departure time for the special service and waited on the platform advised by V/Line staff. Shortly afterwards, a change in scheduling resulted in the service departing from resolve a complaint. a different platform. Steven and his friends were not notified of the change and missed the Complaints are also train. The group had to make alternative travel plans, which included travelling to Pakenham by train and relying on a family member to pick them up and drop them all home – resolved through the a 40 minute trip. Steven lodged a complaint with the PTV call centre following the incident and was provided provision of refunds with a reference number. He made multiple follow up calls and each time was advised to wait for V/Line to respond. Tired of waiting for the V/Line response and dissatisfied with the PTV and goodwill gestures. call centre’s advice, Steven approached the PTO. V/Line advised the PTO that it was unaware of the complaint and provided information to Redress for RFIE show that Steven’s complaint had not been correctly referred from the PTV call centre to Complaints V/Line for response. We raised this issue with PTV, resulting in a review of the contact centre Detailed Explanation 703 complaint referral process, which ensured that future referrals would be made correctly and within agreed timeframes. Apology 466 Refund 196 Given V/Line had not received the initial complaint we referred it back to V/Line for internal escalation. Goodwill Gesture 124 Ticket Compensation 34 As a result, V/Line contacted Steven and apologised, offering to refund the cost of the train tickets ($30.60). After further discussion with Steven, V/Line also agreed to reimburse the Recommendation for 8 petrol costs his family member had incurred when picking them up from Pakenham. V/Line Change in Policy / made this offer to acknowledge the lack of response due to the complaint not being referred Procedure to V/Line by the PTV call centre. Operator Staff Training 8 P2013/0710 Operator Staff Disciplined / 6 Counselled Monetary Compensation 1 Redress Value Average Range Redress value In 2012/2013, we began to record the Goodwill gestures $18.00 $2.00 - $124.00 value of goodwill gestures, refunds and Refunds $66.00 $1.00 - $1,395.00 compensation provided to consumers directly by operators as part of the resolution Ticket Compensation $10.00 $3.00 - $180.00 of their complaint. In summary these are: Compensation $10.00 $10.00

26 Public Transport Ombudsman Annual Report 2013 PTO Investigations

In 2012/2013 the Investigations (most common Non-Complex Investigation complaint issues) process – a backlog avoided PTO received myki Staff 247 623 complaints Customer Service By May 2012, the volume of myki myki Refund, 187 investigations being undertaken by the for investigation, Reimbursement PTO was causing further customer dissatisfaction, as there were delays in up from 568 in Staff Customer Service 125 resolution timeframes. myki Account 106 2011/2012. In order to prevent the 2012/2013 year Staff Driver 60 beginning with a backlog of complaints Investigation process myki Equipment Trains, 50 we undertook some process reviews Trams, Buses to identify how we could streamline PTO investigations are undertaken when our investigations. myki Replacement 50 a consumer has tried to resolve their complaint directly with the operator and myki Blocked 46 As a result, the Non-Complex Investigation process was introduced it remains unresolved. myki Product 40 for some myki investigations. Now, The primary purpose of our investigations is Trains, Trams, Buses 39 when a consumer contacts the PTO to resolve complaints to the satisfaction of myki Card 32 about an unresolved myki ticketing both parties and achieve fair and reasonable issue, the complaint is assessed to outcomes. When investigating, our Platforms, Shelters, 25 determine if it is likely to be resolved Conciliators collect and analyse information Tram Stops, Bus Stops quickly (within 14 to 21 days) from both parties, and where appropriate Service Delivery Punctuality 21 through immediate discussions and seek advice from regulators and expert negotiations, avoiding the need for Authorised Officer 19 advisers. They also consider relevant laws a formal written investigation. We Behaviour, Approach and codes and good industry practice. resolved 180 complaints using this Where an agreement can’t be reached the Staff Station Attendant 16 streamlined process, which were Ombudsman may make a binding decision resolved in an average of 17 days. Ticketing Replacement, 15 or may dismiss the complaint. Refund In May 2013 we reviewed the process As well as resolving individual complaints, myki Website 15 and made further improvements. we work hard to prevent complaints Our long term goal is that non-complex Service Delivery 12 recurring, by encouraging public transport complaints do not make their way to Disruption operators to address the root cause the PTO as they can be easily and of complaints. Tracks 12 quickly resolved through the PTV’s internal dispute resolution process. Service Delivery 10 Cancellation

Public Transport Ombudsman Annual Report 2013 27 PTO Investigations cont.

Thank you for your email – it explains the investigation and reasoning more clearly than it has been explained to me to date. Tom (P2012/1708)

Investigations received Incorrect myki advice for Keysha Investigation issues In December 2012 Keysha moved house. She visited the PTV Hub to ask about changing her Zone 1 & 2 Yearly Commuter Club pass to a Zone 1 pass. Her Commuter Club pass had 42 1,256 travel days remaining on it.

999 PTV Hub staff told her that she could not transfer the pass, but could apply for a refund of the Zone 1 & 2 pass. She was advised to purchase 7-day passes until her new Commuter Club 623

568 pass was issued in February 2013. She later received an email confirming this advice. 443 Keysha sent her Commuter Club myki in for a refund and purchased two new myki cards, 253 topping them up with a number of 7-day Zone 1 passes at a cost of $222.00. A month later myki informed her that as the Commuter Club pass had been used for more than 290 days she was not owed a refund. 2010/11 2011/12 2012/13 Keysha was dissatisfied that she was not advised either time she spoke with PTV staff that she had too few pass days remaining to be eligible for a refund. If she had been told, she would have continued using her current pass at no additional cost. Keysha attempted to resolve her complaint directly with myki over several months, and was offered a $30.00 goodwill gesture. She wasn’t satisfied, as the offer did not address the unnecessary out of pocket expenses she had incurred. She asked the PTO to investigate. The PTO confirmed that PTV’s Business Rules state that if more than 290 days are used on a Commuter Club pass, the pass is not eligible for refund. This is because the entitlement to 40 days free travel associated with a yearly pass only becomes available through holding the pass for an entire year. Further, refunds are calculated on the basis of what a consumer would have paid had they purchased that number of days initially. The Rules also state where no refund is owing that the myki should be returned to the consumer as soon as possible so any remaining pass days can continue to be used. We expect that front line staff would understand the refund process, or refer consumers to the contact centre if unsure. This did not occur. The PTO was of the view, and PTV agreed, that had better information been provided to Keysha when she first enquired about refunding her pass she would have retained her Zone 1 & 2 pass until it expired in February 2013 and would not have incurred the additional cost of six 7-day passes. PTV apologised for providing incorrect information and poor customer service, offering to reimburse her $222.00 for the cost of the 7-day passes and the two myki cards she purchased. PTV also offered a further $50.00 goodwill gesture. Keysha accepted the offer and donated the $50.00 to her favourite charity – as she wanted to be reimbursed for out of pocket expenses and to ensure that customer service and information provision improvements were implemented rather than receiving financial compensation. P2013/1637

28 Public Transport Ombudsman Annual Report 2013 Finalised PTO Investigations

In 2012/2013 88% of Investigations Finalised Finalised Investigations PTO Resolution 622 PTO investigations 708 Discontinued - 67 were resolved by No Further agreement. 437 Consumer Contact 235 Discontinued - 14 708 investigated complaints were finalised, Withdrawn by Consumer up from 437 - a 62% increase on 2011/2012. No Further Investigation - 5 Fair Resolution Offer As a result of our effective investigation 2010/11 2011/12 2012/13 Total 708 processes, we investigated and resolved 85 more complaints than we received during the period. We finished the year with Binding decisions 101 open cases, down from 193 at the same time last year. When an agreed outcome cannot be reached, the Ombudsman may make a binding decision. If the consumer agrees to the decision, the operator must abide by it. If the consumer rejects the decision, the complaint is dismissed and the consumer may pursue the complaint through another forum. The Ombudsman 708 did not make any binding decisions in investigated 2012/2013. complaints were finalised Discretion not to further investigate If the Ombudsman (or her delegate) decides a case has insufficient merit to warrant further investigation, she may finalise the investigation. This usually occurs when a consumer has had the full opportunity to present their views and rejects a fair and reasonable resolution offered made by an operator. In 2012/2013, 5 cases were finalised with a no further investigation outcome.

Public Transport Ombudsman Annual Report 2013 29 Finalised PTO Investigations cont.

Agreed Outcomes - Redress Wedding traffic jam – Anna’s complaint In most cases investigations are Rosa and Filipo were holding their wedding at a reception centre which was to be impacted resolved by the provision of detailed by some major upgrade work on a nearby tram stop. Yarra Trams had discussed the traffic explanations and apologies for service management plan, including access arrangements with Rosa and Filipo. Yarra Trams offered to deficiencies. Goodwill gestures can also email information and a map regarding the detours and entry points to assist guest access but Rosa and Filipo declined. be an effective way of addressing the impact of complaints and repairing the Following the reception, Anna, the mother of the bride, lodged a complaint with Yarra Trams relationship between the consumer and the that there was inadequate signage, traffic management and notice provided. She stated that as guests and the bridal party could not drive directly into the centre many were late. operator. Goodwill gestures are sometimes offered to address the inconvenience or Yarra Trams advised Anna that it had implemented an extensive traffic management plan and provided appropriate notice to local residents and the reception centre. It confirmed it had frustration caused, in recognition of poor met with the centre owners in order to minimise any impact on guests. Despite this, Yarra service provided by an operator or as a Trams offered four complimentary tickets to its tramcar restaurant, as a gesture of goodwill commercial decision by the operator to and to resolve Anna’s complaint. resolve the complaint. Anna contacted the PTO, as she did not believe Yarra Trams had fully addressed the issues and that there were inconsistencies in the advice provided regarding notification of the works to the reception centre. Anna said that had sufficient notification been provided, she would have considered an Redress for Investigations alternate reception venue. She was claiming $5,000 compensation from Yarra Trams.

Detailed Explanation 565 We advised Anna that our investigation would identify if Yarra Trams had met its obligations and we asked Anna to provide substantiation of her actual monetary loss. Provided As part of our investigation we reviewed the timing and content of information issued by Yarra Apology 406 Trams to the reception centre, which provided dates, times and the extent of the works as well 251 as vehicle access arrangements. It confirmed that Yarra Trams had met the reception centre Goodwill Gesture owner and had in place an appropriate traffic management plan, including over 200 signs and Refund 237 traffic management staff positioned to guide reception guests. Operator Staff Training 34 Anna acknowledged in further discussions with us that no financial loss had been incurred, that 90% of guests had arrived at the centre without any issue and that Rosa and Filipo had a Recommendation for 28 memorable evening. Change of Policy/Procedure Our investigation found that Yarra Trams acted appropriately, taking additional steps above 19 those required by the Department of Transport, the road rules and industry practice in Operator Staff Disciplined/ undertaking the works. As a result of our independent review, Anna accepted that Yarra Trams Counselled had acted appropriately and accepted its original goodwill offer of four tramcar restaurant tickets. She gave the tickets to Rosa and Filipo. Ticket Compensation 9 P2012/2516 Monetary Compensation 3

Redress value Redress Value Average Range In 2012/2013, we began to record the value of goodwill gestures, refunds and Goodwill gestures $37.00 $1.00 - $1,261.00 compensation provided to consumers Refunds $89.00 $1.00 - $1,144.00 via PTO Investigations by operators as Compensation $475.00 $59.00 - $1,117.00 part of the resolution of their complaint. In summary these are:

30 Public Transport Ombudsman Annual Report 2013 Refund dissatisfaction – Bill’s complaint Bill contacted the PTO stating that he had purchased two Zone 1, 7-day passes which did not activate when he touched on, due to his myki card being faulty. He sought a refund from Thank you for all myki and believed he was advised to travel on Metcards while the issue was reviewed. Nine your hard work in months later he again contacted myki as he had not received a refund and was informed that investigating and his case was closed. Bill was concerned that myki had closed his case without contacting him managing my case. or providing a refund. He was seeking a refund of both passes and a full reimbursement for the I know it wasn’t easy, so Metcards purchased while waiting for his refund. I appreciate everything We asked Bill to provide either the Metcards or receipts so we could consider his claim. you’ve done for me. During our investigation TTA advised it had unsuccessfully attempted to contact Bill by phone five days after his initial contact to offer to refund both myki passes. It had then emailed Bill Claudia (P2012/2896) with instructions on the steps needed to obtain the refund. Bill made no further contact until nine months later when he called to check on the status of his refund. He was advised he would need to apply for a refund via a refund form. TTA advised that there was no record of any offer to reimburse any Metcard costs and that it did not believe the offer was made. It again offered to refund the myki pass value and provide a free myki if the faulty myki and a refund form was returned by Bill. We reviewed call transcripts, contact notes and email correspondence. We found that Bill was advised when he re-contacted myki that the difference between daily myki pass rates and Metcard costs would be considered for reimbursement from the date of this call to the time the refund request was processed – a period of some weeks, not months. We calculated the difference to be $4.00. We outlined the issues and the resolution offers made by TTA in a letter to Bill: 1. TTA arranged a refund outside of its standard refund process and had processed a refund of $60.40 for the two passes; 2. a new myki card had been provided free of charge; 3. any customer service and complaint handling issues were addressed by a goodwill gesture of $40.00 and an apology for any inconvenience caused by the provision of incorrect information about refunds; and 4. TTA had offered reimbursement of the difference between daily myki pass rates and Metcard costs as calculated by the PTO ($4.00). Bill was advised to consider the offers made and if dissatisfied to provide additional supporting information to the PTO to assist the investigation process. Bill remained dissatisfied but did not provide any new information. We reviewed the merits of the complaint and the offers made and finalised it on the basis that no further investigation was warranted. In line with his rights under the our Internal Complaint Policy, Bill sought an Ombudsman’s Review of the decision to finalise his case. Reviews by the Ombudsman focus on three main areas; bias, errors or omissions during the investigation and/or if new information has been provided that would materially affect the outcome of the investigation. The Ombudsman completed the review and found no grounds for re-opening the investigation. P2012/1708

Public Transport Ombudsman Annual Report 2013 31 Complex investigations: a key to identifying business improvement opportunities

In 2012/2013, we finalised 708 investigations and thirteen (2% of finalised investigations) took over six months to resolve. Complaints that require long- term, in-depth investigations present Cyclists in the way – Jesse’s experience Jesse uses a mobility aid and can only board his train at the first door of the first carriage as opportunities for the train driver uses a manual ramp to help him board. Jesse was concerned that cyclists boarded at this door and put their bicycles in the space allocated for people using mobility wider consultation, aids. This meant that sometimes Jesse couldn’t get on the train as there wasn’t enough space innovative outcomes, for him. The VFTM prohibits cyclists from boarding at this door or placing their bicycles in the public education allocated space. Jesse was dissatisfied that Metro did not proactively advise cyclists they were prohibited from doing so through signage or when their staff observed it occurring. and public transport He’d contacted Metro to complain but was dissatisfied with its response. operator business We investigated. Metro considered that there was already sufficient information about travelling with bicycles, available from a number of sources, including on websites and in improvement. brochures. While the PTO agreed that this information was available, we were concerned at its effectiveness, as bicycles were still being boarded inappropriately, making it difficult for people with disabilities to access train services. We suggested that drivers could simply ask Complex investigations take a significant cyclists to move when assisting commuters with mobility aids to board. Metro advised that amount of time to investigate and resolve its drivers did not have powers to compel other commuters to move from an allocated space and Jesse’s experience provides a key and its Authorised Officers were only empowered to make a report of non-compliance if the example. This investigation was open bicycle was causing an obstruction. We also suggested that Metro could place some signage for around nine months, because as well on its trains or at stations to alert cyclists not to use the front carriage as the space is allocated as working with Jesse and Metro Trains, for people with disabilities. Metro advised it wasn’t able to do this, as signage of this type was we also consulted the Department of a PTV responsibility. Transport’s Authorised Officer Regulation, Training and Accreditation Unit and Public We consulted the Authorised Officer Regulation Training and Accreditation Unit (AORTA), Transport Victoria so that the issue could within the Department of Transport, Planning and Local Infrastructure, about who was be holistically and effectively resolved. responsible for enforcing the prohibition on cyclists boarding at the first door of the first The outcome will result in systemic carriage, as outlined in the VFTM. AORTA confirmed that the Regulations differed from the improvements to the accessibility of Metro VFTM and a fine could only be issued if the bicycle was causing an obstruction to someone services – not only for Jesse but for many wanting to access the allocated space. AORTA advised that it expected that Authorised other commuters including those who Officers would explain to any passenger with a bicycle in the allocated front carriage area that combine cycling with their train travel. The the area should be kept clear and ask that they move. PTO is advised that PTV’s introduction of We then approached PTV who advised that it was introducing an education programme train signage will occur later in 2013. including placement of stickers on all Metro trains clearly stating that bicycles are not permitted on the front carriage. This should help reduce the incidence of cyclists using the front carriage and should increase the accessibility of Metro’s services. We asked that Jesse be kept informed of the progress of this initiative, PTV happily agreed to do so.

P2012/3396

32 Public Transport Ombudsman Annual Report 2013 Internal Dispute Resolution (IDR) Process

The appointment of franchised public transport operators in Victoria resulted in the introduction of a system-wide internal dispute resolution process.

In addition, the PTO was established so that consumers had an independent external dispute resolution option if required. PTV IDR Review The IDR process provides a centralised Consumer Concerns with contact centre, now managed by PTV, Operator Complaint Handling PTV is currently reviewing the public transport which responds to thousands of enquiries industry IDR process. The PTO has worked Dissatisfied with Policy 584 about public transport every week, on with PTV and other operators to ensure this Decisions, Procedure behalf of the individual operators. Where review results in a process that complies Application consumers complain to PTV about with best practice complaint handling public transport operators, PTV records Complaint Lost, 495 standards, improved access to operator the complaint and then forwards it to Not Followed Up internal dispute resolution processes and the operator for acknowledgement and no reduction in access to our services. Inadequate, Incomplete 254 a substantive response within seven Response business days. The review has coincided with the Standards Australia review of the Conflicting Advice Given, 247 Australian Standard for Customer Some consumers lodge complaints Incorrect Procedure Satisfaction – Guidelines for complaints directly with operators – via their website, Advised to frontline staff, by email or letter. handling in organizations (AS ISO Ensuring that operator IDR processes Meaningless Response, 223 10002:2006). The Ombudsman is a capture and resolve these complaints, Form Letter member of the Standards Australia Committee responsible for the review and is a key measure of the effectiveness Failure to Escalate 165 encouraged all PTO Members to provide of a complaint system. Complaint feedback on the new Draft Standard. In order to provide insights to operators Impractical Outcome 123 about possible improvements to IDR, we System and Processes 115 ask people who contact us about their Onerous, Difficult to Follow experience with operator IDR processes and why they remain dissatisfied Inadequate Investigation 113 (see the table on the right for details). Procedures Unclear, 66 Not Explained In short, a good IDR process provides consumers with: Unhelpful Advice 63 Failed PTO Referral 57 • timely and complete responses, Outcome addressing all of the issues raised; Inappropriate Manner, 55 • regular progress reports on the Attitude investigation and resolution of the complaint; Complaints Process 27 • appropriate options for resolution; and Difficult to Follow • agreed actions being carried out in Refusal to Investigate, 25 a timely way. A good IDR process Re-consider should also focus on identifying and addressing systemic issues. Outcome Conflict with Law, 24 Good Practice

Public Transport Ombudsman Annual Report 2013 33 Our case handling performance

Cases Finalised Within 31 days Days to Finalise Investigations

= / <31 days 41% 29% 37%

= / <45 days 60% 51% 64% 91% = / <60 days 71% 66% 2010 / 2011 82%

= / <90 days 87% 85% 92%

= / <6 months 98% 98% 98%

= / >6 months 100% 100% 100% 91% In 2012/2013, twelve complex complaints took more than six months to resolve - with one taking 315 days 2011 / 2012 2012 / 2013 2011 / 2012 2010 / 2011

Cases Managed Annually

Open Cases on 1 July 193 47 44

Total Cases Received 4,377 3,555 1,838 90% Total Cases Closed 4,469 3,409 2012 / 2013 1,835 Open cases on 30 June 101 193 47

2012 / 2013 2011 / 2012 2010 / 2011

34 Public Transport Ombudsman Annual Report 2013 Summary Financial Statements

The following is a concise version of the Financial Report for the Public Transport Ombudsman Ltd. for the year ending 30 June 2013. The financial statements and specific disclosures contained in this concise financial report have been derived from the full financial report and the concise financial report cannot be expected to provide as full an understanding of the financial performance, financial position and financing and investing activities of the entity as the financial report. Audited Financial Statements and Directors’ Report for the Public Transport Ombudsman Ltd. have been lodged with the Australian Securities and Investment Commission in accordance with the Corporations Act 2001 (Cth) requirements.

2013 2012 2013 2012 $ $ $ $ Comprehensive Statement of Income Statement Financial Position Continuing operations As at 30 June 2013 Revenue from annual levies 1,606,900 1,606,900 Current assets Non-operating activities Cash and cash equivalents 809,054 790,563 Trade and other receivables 596,432 626,468 Interest income 26,956 35,502 Total current assets 1,405,486 1,417,031 Other income 15,554 3,700 Non-current assets Total income 1,649,410 1,646,102 Office equipment 114,319 113,671 Expenses from ordinary activities Total non-current assets 114,319 113,671 Depreciation and TOTAL ASSETS 1,519,805 1,530,702 50,582 39,777 amortisation expense Trade and Other Payables 1,090,733 968,051 Employee benefits expense 1,325,199 1,112,127 Provisions 53,752 38,633 Occupancy Costs 89,653 85,653 Total current liabilities 1,144,485 1,006,684 Telephone and IT expenses 96,284 69,119 Non-current liabilities Consultancy expenses 80,384 87,967 Provisions 9,394 15,949 Other expenses from Total non-current liabilities 9,394 15,949 149,451 140,793 ordinary activities TOTAL LIABILITIES 1,153,879 1,022,633 Surplus (Deficit) from Net assets 365,926 508,069 ordinary activities before (142,143) 110,666 Equity income tax expense Retained surplus 365,926 508,069 Income tax expense relating - - to ordinary activities TOTAL EQUITY 365,926 508,069 Surplus (Deficit) for the period from continuing operations (142,143) 110,666 Statement of Cash Flow For the year ended 30 June 2013 Other comprehensive - - income for the year Cash flows from operating activities Total comprehensive Receipts from Members 1,744,165 1,427,667 (142,143) 110,666 income for the year Payments to suppliers (1,701,700) (1,474,759) and employees Interest received 26,956 35,502 Changes in Equity Net cash inflow from 69,421 (11,590) Total Equity at the beginning operating activities 508,069 397,403 of the financial year Cash flows from Total comprehensive investing activities (142,143) 110,666 income for the year Payments office equipment (51,230) (44,569) Total Equity at the end Proceeds from office equipment 300 - of the financial year 365,926 508,069 Net cash (outflow) from (50,930) (44,569) investing activities Net increase in cash 18,491 (56,159) and cash equivalents Cash and cash equivalents at 790,563 846,722 The Australian Taxation Office has issued a private tax ruling the beginning of financial year declaring that the company is deemed exempt from income tax Cash and cash equivalents at 809,054 790,563 for the financial years ending 30 June 2012 to 30 June 2015. the end of financial year

Public Transport Ombudsman Annual Report 2013 35 Contacting the Public Transport Ombudsman The Public Transport Ombudsman provides a fair and independent way to resolve complaints about trains, trams, buses, ticketing and other public transport services. The Public Transport Ombudsman can help if you cannot solve your complaint with the public transport operator. Our services are free and available to anyone who travels on, or is affected by, public transport in Victoria.

Free Call: 1800 466 865 National Relay Service: TTY users phone 1800 555 677 then ask for 1800 466 865 Speak & Listen (speech-to-speech) users phone 1800 555 727 then ask for 1800 466 865 Interpreter Service: 131 450 Fax: 03 8623 2100 Email: [email protected] Website: www.ptovic.com.au Mail: PO Box 538 Collins Street West Melbourne VIC 8007

Glossary of terms ANZOA Australian & New Zealand Ombudsman Association AO Authorised Officer AORTA Authorised Officer Regulation, Training and Accreditation unit CVM Card Vending Machine DoT Department of Transport, Planning and Local Infrastructure IDR Internal dispute resolution PTO Public Transport Ombudsman PTV Public Transport Victoria RFIE Refer for Internal Escalation TTA Transport Ticketing Authority VFTM Victorian Fares and Ticketing Manual